This toolkit contains four guidebooks that lead you through detailed processes used in the design industry today. From understanding your vision to creating goals and identifying problems, the toolkit will help you generate a new library user experience. Guide books 2, 3 and 4 offer methods and activities that will deliver specific insights from your specific library, as well as to-do posters that will help plan your user experience journey
Version 2.0
OVERVIEW Double Diamond
Guide 1 10% Suggested Project Time
Time and Tools
How to think
Posters
What you will need
Activitity
Charts to guide
Identify your users
SEARCH
1–13 Group
Guide 2 30%
1-6 People
Post-it Notes
Excel®
Markers
Timer
Poster
7
Min
3 hour
Suggested Project Time
Max
Flash Drive
5 hours
Project Framing
2 Group
Overview
Search
Connect
Advance
Min
Max
3 Hour
Post-it Notes
1 Week
Markers
Chart your course
Poster
Deliver Min
Group
Organizational Tools Keep it together
Max
1 Hour
3 Hours
Gantt Chart
3 Group
Max
Min
On going
5 Hour
Markers
Plan it out
Poster
DIVERGENT THINKING User Observation Database
Group
Max
Min
Excel®
On going
2 Hour
Keep track of it
Expert Interviews Ask people who know
Fly-on-the-wall Observe it
Raise 1-2
Min
People
Max
30 Min
Min
Group
Which factors could you improve on to create more value for your users?
1 Hour
Max
3 Hour
5 Hours
Post-it Notes
Markers
Flash Drive
New Information:
Eliminate
Shadowing
Follow them around
Cultural Probes Let them come to you
Contextual Interviews
Which factors could be completely removed from your service offering?
Ask a lof of them
Where do you see opportunties to create more value for your users?
New viewpoint:
Min
Group
Group
Max
3 Hour
5 Hours
Min
Max
3 Hour
Group
Min
Group
Post-it Notes
Poster
2 Weeks
Max
3 Hour
Ask them one on one
Surveys
Create
Old Information:
6 Hours
Min
Max
6 Hour
2 Week
Markers
Markers
Flash Drive
Old viewpoint:
Reduce
Post-it Notes
Which factors create unwanted experiences for your users?
Flash Drive
Flash Drive
Markers
Post-it Notes
CONVERGENT THINKING
CONNECT
Assessment
Guide 3 30%
Think about it
Suggested Project Time
Barriers & Bridges
8 Min
1 -3
Max
1 Hour
people
Post-it Notes
2 Hours
Markers
Poster
Co-create with them
Service Package
5 1 -3
people
Min
1 Hour
Max
Post-it Notes
5 Hours
Markers
What are your services
Poster
Stakeholder Map
5 Group
Min
1 Hour
Max
Poster
Markers
2 Hours
Post-it Notes
How do they relate
Service Blueprint
5 1 -3
people
Min
1 Hour
Max
5 Hours
Post-it Notes
Markers
Poster
Map your services
CONCEPT DEVELOPMENT AND EVALUATION Affinity Mapping
9 1 -3
Throw it on the wall
people
Personas
Min
3 Hour
Max
4 Hours
Post-it Notes
Markers
Poster
10 1 -3
Who to design for
people
Min
3 Hour
Max
Markers
Poster
4 Hours
Assessment Think about it
Guide 4
15%
ADVANCE AND DELIVER
Suggested Project Time
2 -8
People
Min
30 mins
Max
1.5 hours
Flash Drive
Markers
Timer
Crazy Eights
2 -6
People
Min
30 mins
Max
1.5 hours
Post-it Notes
2 -6
Markers
People
Max
30 mins
Post-it Notes
Markers
Feasibility Matrix
Six Thinking Hats
Come up with ideas
Min
15 Mins
Think about every part
Can they work
12
2 -6
People
WHAT IS USER EXPERIENCE?
WHAT IS SERVICE DESIGN?
User Experience (UX) is a feeling generated within a human while interfacing with a system. The UX design creates interactions that are approachable, meaningful, and memorable. Employing design research methods, UX design harnesses the power of technology combined with user-friendly touch points.
Service design is an interdisciplinary approach (bringing all types of people from different educational backgrounds together) that creates value for both the user and the service provider. At the intersection of marketing, user experience, advertising, design management, design for sustainability, and industrial design lies service design.
Findability: clear organization for wayfinding. Usefulness: fulfills user needs. Desirability: use of image, identity and brand that evokes an emotional response. Usability: ease of use. Accessibility: ease of access to resources. Credibility: amount of trustworthiness.
User-centered: a focus throughout development on who will be using the service. Co-creative: a process that involves all stakeholders in the development of services. Sequencing: understanding how a service is made up of a series of interactions. Evidencing: making service interactions tangible. Holistic: considering the entire environment of a service; before, during and after user interactions.
Useful
Usable
Desirable
Sequencing
User-centered
Holistic
Value Co-creative
Findable
Accessible
Credible
Evidencing
Min
15 Mins
Max
30 mins
Posters
Markers
Markers
Post-it Notes
13
1 -2
People
Min
30 Mins
Max
1.5 hours
Poster
Morphologicial Synthesis Put ideas together
The Pitch Tell them
Assessment Think about it